Software Testing: Modular

Innate Labs instructors are absolutely superior and undisputedly the best in the market. Our instructors and consultants are practicing/working professionals with over 15 years of experience in the subjects for which they impart training or consulting. They are outstanding masters in their subject matter, however, the prime differentiator is their excellent mentoring skills.

Every Innate Labs instructor undergoes rigourous training to learn the best techniques to present knowledge, coach, and create dynamic presentations that bring the classroom to life. Our talented instructors engage participants and pass their expertise on to them with practical, hands-on skills they can use immediately to solve the challenges they face heads on. Because our instructors undergo a meticulous selection and training process before they can undertake a training workshop, participants rate the average Innate Labs instructor with a grade of 4.85 on a 5.00 rating scale.

Globally consistent standards

Innate Labs is an accredited organization accredited by AXELOS - UK & PeopleCert. With offices in Mumbai, Bangalore, New Delhi & Vadodara you benefit from the consistent, high quality, services we provide globally, and our tailored solutions that meet specific needs.

The Numbers

Innate Labs has successfully trained and certified about 55000+ participants across various IT and management programs through high quality training delivery and operational excellence. With pan india presence across major industrial & technological hubs including mumbai, bangalore and delhi, we are delivering excellence through our unique learning delivery model and instructors par brilliance.

We are committed to Quality

Our first concern is to ensure participants receive consistent quality training. So our focus on quality stems from our desire to ensure all participants receive the best training available, anywhere in the world.

Learning Methodology

Innate Labs acknowledges that in a rapidly changing market, training organizations need to consistently develop alternative mechanisms to deliver training. We have adapted our delivery models to allow for e-learning, instructor-led classroom, virtual learning as well as blended modes of imparting training as well as certifications to our participants/delegates.

Accredited High Quality Courseware

Innate Labs undertakes a comprehensive and detailed review of all training material to ensure that it meets the requirement of the syllabus. We provide premium high quality reference courseware for all our training, certification & consulting workshops.

Competitive Pricing

Innate Labs training model represents the strength and commitment towards imparting quality and high-class learning which most can only dream of, yet you can be rest assured of our competitive pricing structure making trainings, certifications and other services affordable.

Our specialized testing practice is build upon in-depth knowledge acquired from delivering value to major corporations across a wide range of industries. We have a proven business and technical expertise in software testing spanning functionality testing, consulting and specialized testing services.

Innate Labs is one of the early adopters of ITIL based IT Service Management and one of the first organization to offer ITIL based consultancy. Innate Labs uses an innovative and collaborative approach towards implementing ITSM best practices for clients. We are excited to help you achieve service management excellence.

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Overview
Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Operational Support & Analysis (OSA) is part of the ITIL Intermediate capability stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.

Who should attend?
The course is designed for those who require a deep understanding of OSA processes and/or operational staff involved in OSA processes who wish to enhance their role-based capabilities

Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Course Outline
• The importance of Operational Support and Analysis while providing service
• How all processes in Operational Support and Analysis interact with other Service Lifecycle processes
• The processes, activities, methods and functions used in each of the Operational Support and Analysis processes
• The importance of IT Security and its contributions to Operational Support and Analysis
• How to measure and use the Operational Support and Analysis processes, activities and functions to achieve operational excellence
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK

Introduction and Overview

Service management as a practice

The service value proposition

Optimising operational service performance

The role of OSA processes in the lifecycle

How OSA supports the service lifecycle

Core Service Operation Processes

Event management

The purpose, goal and objectives of event management

Triggers, inputs, outputs and the process interfaces

Using critical success factors to check effectiveness

Employing active and passive monitoring tools

Incident management

Managing the incident lifecycle

Identifying process activities, methods and techniques and how they relate to the service lifecycle

Interaction with design services

Incident management involvement

Request fulfillment

Scope of the processes

The policies, principles and the request model concept

Dealing with service requests from users

How KPIs can verify effectiveness and efficiency of the request fulfillment process

Problem management

The objectives of the problem management process

Managing the lifecycle of problems

Value to the business and the service lifecycle

Identifying triggers, input and output to other processes

Analysing critical success factors to check efficiency

Access management

Policies, principles and basic concepts

Managing authorised user access

Distinguishing access management and information management

Executing security and availability management policies

Challenges and critical success factors

Verifying effectiveness and efficiency

Service Desk

Establishing the service desk objectives

Organisational structures and staffing options

Providing a single point of contact

Measuring effectiveness and efficiency

Impact of service desk on customer perception

Reasons and options for outsourcing the service desk

Service Operation Functions

Functions of technical management, IT operations management and application management

How the functions contribute to OSA

Identifying the roles of each function

Distinguishing the objectives of each function

Analysing the function's activities

Technology Considerations

Generic technology requirements

Evaluation criteria for technology and tooling for process implementation

Planning and implementing service management technologies

Assessing and managing the project, risk and staffing for process implementation

Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations

Managing change in service operation

Examining implementation aspects of service operation and project management

Assessing and managing risk in service operation

Operational staff considerations in service design and transition

How to plan and implement service management technologies

What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the operational support and analysis processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Operational Support and Analysis Certification Exam but also gain detailed insights in the operational support and analysis guidance as provided by the ITIL Framework.

What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.

It is also suggested that you:

Can showcase awareness with IT terminology and understand operational support and analysis within the context of your own business environment;

Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: event management, incident management, request fulfillment, problem management, access management, service desk, technical management, IT operations management, and application management

Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Operational Support and Analysis, you gain four credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

What processes comprise the Operational Support and Analysis syllabus of ITIL 2011 Edition?

The ITIL Operational Support and Analysis Certification syllabus includes the following topics:

Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.

What are the changes being made to ITIL Service Operation : Best Practice Guidance book for ITIL 2011 Edition?
The Process flows have been modified/revised or newly added for all processes including request fulfillment, access management and event management. key principles, including guidance around service requests and request models, and proactive problem management, have been better explained than earlier version. The publication has been revised to clarify how fundamental events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities and application development activities is also explained. Other explanations/revisions include an expanded section on problem analysis techniques, coverage of procedure flow for incident matching, and further guidance for escalating incidents to problem management. Addition to this, the best practice guidelines for managing physical facilities (e.g. Data Center) has been clarified and detailed.

What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which includes the Operational Support and Analysis are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

Who We Are

Innate Labs is a high end IT services, training and consulting organization providing IT services, training and consulting in the field of software quality assurance & testing, software development methodologies, process improvement, Service management and project management.

ITIL Testimonials

"It not only helped me to achieve ITIL certification but also provided me the practical insights to improve my day to day work and help my organization achieve ISO 20000."IT Manager, QSG - Vadodara

"The course was really good in terms of facility, faculty and materials provided. Faculty was able to explain all our questions in detail to understand ITIL concepts thoroughly which helped in clearing the ITIL certification exam with ease." Network Administrator, L&T Infotech, Pune

"Trainer is very good and he has lot of patience to clear all the doubts and having a good command over the topic too. My special thanks to Innate Labs team to help us get the most valued certification in IT Service management - ITIL from OGC, UK. Scored 98% in the exam.Senior Manager - IT Infrastructure - Reliance Industries Limited

It not only helped me to clear the exam but also provided me the practical insights to improve my day to day work and help my organization achieve ISO 20000."Senior Manager (IT), Gujarat Gas, Ahmedabad

"I was skeptical about this course and certification as to whether it would actually add value to my career or not. Attended the course last month and I am amazed by the knowledge points as well as best practices I have learnt. It helped me to clear the ITIL exam too with 95%."System Admin, Rishabh Software, Vadodara

"I am extremely happy for doing ITIL course in Innate Labs. It was a 2 day knowledgeable journey with you. Before I joined Innate Labs Training , I didn't had much knowledge about ITIL stream and even Innate Labs. But after I started to learn this course, I definitely gained much more knowledge than I had expected. "Head (Operations), Tulip, Mumbai

I am pleased by the exemplary knowledge and practices I have came across in this training workshop conducted by Innate Labs. Becoming a foundation level certified ITIL professional (87%) provided me with a accelerated career growth in my current organization too."Senior Consultant, Ernst & Young, UAE

Strategic Alliances/Accreditations

AXELOS is a joint venture company, created in 2013 by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc, to manage, develop and grow the Global Best Practice portfolio. AXELOS boasts an already enviable track record and an unmatched portfolio of globally recognized best practice qualifications..

EXIN is an initiative of the Ministry of Economic Affairs - Netherlands. Established in 1984, EXIN went on to produce various IT standards, such as the ITIL®, PRINCE2® and ISPL and now is the world's leading provider of independent information management certification and accreditation. EXIN has been providing the certification and accreditation services in these fields for more than 30 years now.

PeopleCert is a leading Examination Institute which accredits training and consulting organizations, and manages certification schemes for professionals. PeopleCert is a global leader in the assessment and certification of professional skills, partnering with multi-national organisations and government bodies to develop and deliver market leading exams worldwide..

ISTQB is an International Testing Qualifications Board established in 2002. The board is responsible for the "ISTQB Certified Tester".

CMMI®, Capability Maturity Model®, Capability Maturity Modeling®, CMM® and Carnegie Mellon® are registered in the US Patent and Trademark Office by Carnegie Mellon University. ITIL® is a Registered Trade Mark of Axelos Limited - UK. Used under permission of Axelos. All rights reserved, ICTP, ICTA and ICQA are service marks of Innate Labs Private Limited. COBIT is a registered trade mark of ISACA and the IT Governance Institute (ITGI). PRINCE2® is a Registered Trade Mark of Axelos Limited - UK. Used under permission of Axelos. All rights reserved.The Swirl logo™ is a Trade Mark of Axelos Limited - UK. Test Maturity Model and TMM® are the service marks of Illinois Institute of Technology. TMMi ® is the registered trademark of the TMMi®Foundation. "PMI", "PMP", the PMI logo, the PMI Registered Education Provider Logo, "PMBOK", "PgMP"are the registered marks of Project Management Institute, Inc.

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Partnership with Innatelabs will lead to you realize your true business potential through strong collaboration helping you tap markets to have increased sales, diversified product portfolio & extended delivery capability enabling long-term growth in the training industry. The unique partner program will not only pitch you as a strategic Innate Labs Partner giving you strong presence, but will also give several benefits including latest IT trainig programs, marketing & advertising campaigns, specialized content expertise and greater sales support, helping you achieve your business goals. read more

Elite Trainer Group

Being part of the Elite Trainer Group (ETG) at Innate Labs will provide you with ample opportunities and avenues to do immersive engagements with stakeholders including learners, educators as well as qualification scheme owners. We are always willing to engage with people who are subject matter experts in their field and have that passion to deliver knowledge selflessly. If you have similar traits and can demonstrate what it takes to deliver world-class learning experience, we would like to work with you. read more

Advantage Innate Labs

Innate Labs has pioneered the high-end IT education demonstrating expertise in specialized IT domains including software testing, IT service management & project management to name a few. Innate Labs has ensured career prospects for about 23400+ participants across various IT programs through high quality training delivery and operational excellence. read more